Team Lead (Travel Operations) - Mérida

Worldia; Mérida; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading travel tech firm in Mérida seeks an Operations Team Lead to manage workflows and support the team. The ideal candidate has 3+ years in operations, proven leadership abilities, and strong analytical skills. The role involves coaching staff, handling operational challenges, and ensuring service excellence. Join us to lead a dynamic team and enhance travel experiences!

Formación

• 3+ years of experience in operations, travel, or customer service.
• 1 year in a lead or supervisory role is preferred.
• Ability to stay calm under pressure and prioritize effectively.
• Strong analytical and organizational skills.
• A motivational leader who balances empathy and performance.

Responsabilidades

• Support and mentor Travel Advisors and After Sales agents.
• Conduct onboarding and ongoing training sessions.
• Handle calls and cases during peak activity periods.
• Support the Sales team by resolving operational challenges.
• Monitor key performance indicators (KPIs) and implement improvements.

Conocimientos

Team Leadership

Coaching

Analytical skills

Organizational skills

Communication in English

Descripción del empleo

Who we are

Travel should be exciting to plan—not overwhelming. That’s why, in 2013, four travel lovers set out to change the game. They created Worldia, a platform that makes it easy for travel agencies to build, customize, and book unforgettable trips for their clients—all in just a few clicks.

We partner with travel agencies giving them the tools to offer made-to-measure journeys across 90+ destinations, backed by cutting-edge technology and top-tier customer support.

And because we have a winning formula, we\'re continuing to drive our growth—expanding internationally, innovating our tech, and welcoming new partners to reimagine the future of travel.

Ready to be part of the journey?

Our values

AMBITION // Shoot for the moon
PLEASURE // Spend good time all together
INTEGRITY // Be honest and transparent, always

Missions

As Team Lead, you’ll be the main point of reference for the Operations team within our Mérida office, ensuring smooth daily workflows, maintaining service excellence, and helping your team grow.
You’ll spend roughly 50% of your time working alongside the team (handling tickets, calls, and escalations), and 50% coaching, analyzing performance, and improving processes.

You’ll also act as local lead when the Manager is away byensuring continuity, motivation, and quality delivery across the Mérida office.

Your Main Responsibilities

Team Leadership & Coaching

• Support and mentor Travel Advisors and After Sales agents through daily check-ins and feedback.
• Conduct onboarding and ongoing training sessions to ensure high performance and service consistency.
• Foster a positive, collaborative, and autonomous team culture.

Operational Involvement

• Step in to handle calls and cases during peak activity periods.
• Support the Sales team by resolving operational challenges and managing escalations effectively.
• Collaborate closely with the Paris HQ to ensure process alignment and service quality.

Performance & Continuous Improvement

• Monitor key performance indicators (KPIs) such as reactivity, quality, and CSAT
• Analyze data to identify trends and propose actionable improvements.
• Drive the implementation of best practices and LEAN standards across the team.

Key Account Support

• Ensure smooth coordination with the local manager on our strategic partner accounts
• Follow up on escalations or service issues with precision and attention to detail.

What we are looking for:

The skill set to succeed:

• 3+ years of experience in operations, travel, or customer service (with ideally 1 year in a lead or supervisory role).
• Ability to stay calm under pressure and effectively prioritize in a fast-paced environment
• Strong analytical and organizational skills(you can read KPIs, identify issues, and implement solutions)
• A motivational leader who balances empathy and performance.
• Excellent communication skills in English.

How to Apply?

If you’re interested, please join your application in English. We look forward to hearing from you!

Worldia has signed the IDEA Pact (Inclusion - Diversity - Equity - Accessibility) and respectsa fair and non-discrimination recruitment process

We are also proud to be certified HAPPY INDEX® AT WORK BY CHOOSE MY COMPANY®!